Due to strong competition, carriers start to become more customer oriented - Due to the strong competitive environment, fixed network carriers introduce a significant number of customer-friendly initiative as well as discounted prices, through which carriers were able to attract new customers. Research by InfoCom on this topic has shown that this trend is especially true for fixed network operators. One of the most apparent trends is the enlargement of the distribution networks: everywhere in Europe, both fixed and mobile carriers have increased the number of telecom shops, restructured their online distribution sites and increased their service staff. In order to improve and optimise the contact with the customer, since 2007 several carriers offer the possibility of a live chat line with their customer service centre. A further trend, recognisable all over Europe, regards broadband offers, which increasingly contain free of charge options, especially security solutions, as BT is offering in Great Britain and ONO in Spain.